MTN unable to provision minutes and data on my contract

On the 28th of December 2020, we took an MTN month to month contract on MTN Sky package on four numbers ***, ***, *** and ***) and we paid a pro-rata for December, we also paid for January 2021. On the 30th of January 2021 we paid R5200 for the month of February, however on the 2nd of February the data we had was taken away and when we make calls it would say we don’t have airtime. We don’t expect such when using an MTN sky package.

Its 8 days that the call centre and MTN stores are unable to resolve the issue of why our lines were not provisioned for February. The four numbers that we did month to month contract are business numbers and we use them to communicate with our stakeholders as we as making conference calls. It is really affecting our business and our cash flow because now we must be buying airtime to make calls as well as buy data whereas we have paid R5200 to MTN. MTN is benefiting from what we paid, and we don’t see any benefits of our money.

We now don’t know what to do because the call centre agents and the MTN stores say on their side everything is fine, and they don’t know what the problem is. Here are the reference numbers of enquiries we made both in store and call centre since the 2nd of February, all these queries were escalated and then closed without being resolved, *** *** *** *** *** *** *** REQ***

When we ask about refunds, we are told that it takes months for a refund to made.

This experience has brought negative feeling towards MTN because of the unprofessionalism of the call centre and your stores. If these guys valued us as a customer, they would have made sure our issue is sorted out within no time, but it has been escalation after another and when you follow up you are told everything is sorted but nothing changes.